Book: In Uncommon Service, the Frei and Morris,
The authors argue that a great service organization needs to get both right, the service design and the culture that animates it. Both must be pointing in the same direction, toward the outputs you've identified as critical to your organization's success." Explain in your own words how Frei and Morris suggest a plan for shaping culture. (Form their Point of View).
This has brief summary of the book: http://www.hbs.edu/faculty/Pages/profile.aspx?facId=6587
1. Has to be in my own words
2. Pages- 3
3. APA Style Paper, APA style References, if used any academic resources.
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